IT Support Specialist

Bierman Autism Centers is seeking an IT Support Specialist to join its growing team of IT professionals! BAC provides early intervention autism therapy services for children between the ages of 2 and 9. As a leader in the industry, we are fully dedicated to providing the best care and outcomes possible for our kiddos!

Position Overview

The IT Support Specialist is a hands-on role covering both first-contact and advanced support for Bierman staff. You'll take requests from intake to resolution, fix most issues yourself, and escalate only what needs senior attention. You'll also help maintain our IT service management platform and device management tools. Bierman is a HIPAA-regulated organization, so protecting patient data is part of everything we do.

Key Responsibilities

• Intake and triage: Answer support requests by phone, email, and the self-service portal. Log, categorize, and prioritize tickets, and resolve common issues on first contact.
• Troubleshooting and resolution: Diagnose and fix hardware, software, account, and connectivity issues on Windows, macOS, iPadOS, and Chromebook devices, both remotely and on-site.
• Device setup and lifecycle: Enroll, configure, and deploy devices using Microsoft Intune and Apple Business Manager. Handle repairs, reassignments, and secure device wipes.
• Onboarding and offboarding: Set up accounts and equipment for new hires. Recover and wipe devices from departing employees on time.
• ITSM platform support (Freshservice): Help maintain ticket categories, templates, the service catalog, and workflows alongside senior IT staff. Produce ticket volume and trend reports.
• Asset management: Keep hardware and software inventory accurate within the ITSM platform.
• Identity and access: Handle password resets, MFA enrollment, and group and license changes in Microsoft Entra ID and Google Workspace.
• Security and compliance: Follow and enforce device encryption, patching, and compliance policies. Respond to lost or stolen devices according to HIPAA procedures.
• Knowledge management: Write and maintain knowledge base articles and self-service guides.
• Peripherals and on-site technology: Support printers, phones, conference room equipment, and basic network connectivity.
• Escalation: Route infrastructure-level issues to senior IT staff with complete documentation.